Welcome to HDI San Antonio – “The IT Support/Service Management Community!”

Welcome to HDI San Antonio, "The IT Support/Service Management Community!"  Our mission is to serve San Antonio area businesses and organizations by helping them increase the value, stature and strategic importance of their Information Technology Support organization.  

What's in it for me?  Joining the HDI San Antonio Local Chapter gives area information technology leaders access to a variety of of resources including:

  • A community of Information Technology Professionals that gives San Antonio area IT Leaders an opportunity to "Connect" and share real-life  "Best Practices" in the areas of Service Management and Technology Support.
  • Programs & Events that feature industry SMEs leading presentations and discussions on  Information Technology Support and Service Management “Best Practices”.
  • Training and Certification in the areas of IT Support, Leadership, KCS and Service Management.
  • Annual Awards & Recognition Program that recognizes San Antonio’s top Information Technology Support Practitioners, Leaders and Teams. Awards include Service Desk Analyst of the Year, Desktop Support Technician of the Year, Manager of the Year, Team Excellence, KCS and Service Improvement.
  • Industry publications including white papers and the annual HDI Salary & Practices survey.
  • Discounts for HDI Annual Conference and Fusion.

Want to get hooked up?  Please contact Bernard Beaullieu our for more details and information on attending our next event.

HDI is the worldwide professional association and certification body for the technical service and support industry. Facilitating collaboration and networking, HDI hosts acclaimed conferences and events, produces renowned publications and research, and certifies and trains thousands of professionals each year.  Our Vision is to be the Premier Information Technology Support Association in South Texas.

Call For Training Host – July 27th and 28th

Your local HDI Chapter needs your help!

The chapter is seeking a host site for the HDI Support Center Team Lead training to be held in San Antonio on July 27th and 28th.  Chapter officers will coordinate most of the training related activities.  Other than providing a venue, the responsibilities of the host are minimal.  The meeting space should be configured in either a “U” or a classroom configuration.  It should contain no computers at the participant seating areas but should be equipped with an LCD projector, screen, and multiple flip charts.  If you are interested in hosting, further details on classroom requirements and responsibilities are available by contacting Doug Rabold at 210-793-0069.

Announcing the 2017 – 2018 HDI San Antonio Board of Directors

We are excited to announce our 2017-2018 HDI San Antonio Board of Directors.  Last week we completed our election process and our new Board is ready to serve!  We have a very strong team and look forward to doing great things this year.

First of all, we would like to start off by thanking Rosana Mason and Shawn McClelland for their work on our Board of Directors.  Both of you made great contributions and will be missed.  We wish you the both the best!

It is our pleasure to welcome new Board members, James Nelson, CGI, Annita Hereford-Crump, Capital Group and Rob Evans, Y&L Consulting.  These are great additions to the team.  We also want to recognize and thank returning Board members, Jesse Vazquez, Y&L Consulting, Stephen Steinbach, Whataburger, Bernard Beaullieu, Beaullieu & Associates and Doug Rabold, CPS Energy.

Please join me on congratulating Doug Rabold for being elected as President of HDI San Antonio.  We look forward to Doug’s leadership and are excited about the new ideas he brings to this year’s Board.

2017 – 2018 HDI San Antonio Board of Directors

VP of Communications Steve Steinbach, Whataburger


Steve Steinbach is currently working as Whataburger’s Product Analyst handling the administration of their mobile application and websites after working as an analyst for the Contact Center for more than five years. Having worked in the IT industry, specifically in customer service and technical support, for almost 20 years, Steve has a solid foundation of understanding the customer in a technical environment.

Steve is ITIL certified, is trained in HDI Knowledge Center Support Fundamentals and Service Center Team Lead, and CompTIA A+, and was the 2012 HDI Analyst of the  Year (Local Chapter) recipient.

 

 

VP of Vendor Relations •  James Nelson, CGI US

James Nelson, CGI Team Lead for the Multi Client \ CGI US Service Desk with the Global Infrastructure Service and Onshore Delivery team.  James has held several titles within his six prospering years with CGI from Queue Management, Trainer, Team Lead and acting Service Desk Manager.

He hopes to continue on his career path with CGI, one of the largest IT and business process services providers in the world.  As a CGI member We Listen. We Innovate. We Lead. We Deliver.

James is very proud and honored to have been chosen to sit of the Board for HDI and encourages his peers in the IT community to join with us here at our local San Antonio chapter.

 

VP of Social Media  • Annita Hereford-Crump, Capital-Group


As a Systems Support Senior Manager at the Capital Group, Annita Hereford-Crump is responsible for overseeing the service desk and security access teams in San Antonio, TX, and Irvine, CA. These teams support over 3,500 associates in the San Antonio, Irvine, Indianapolis, IN, and Norfolk, VA, offices. Annita is a Vice President of the American Funds Service Company; Transfer Agency for the Capital Group.

Prior to this role, Annita was a Senior Manager in their Shareholder Services department. She has been with Capital Group since 1998 and has over 16 years of management experience and 5 years of service desk experience.

Annita has been a member of HDI since 2012 and is HDI certified in Knowledge-Centered Support Principles. Her managers/associates describe her as Fun, Enthusiastic, Supportive, Inquisitive, Engaging, and a Natural Motivator. Annita is excited to apply these skills as a member of the board and in her role as VP of Social Media.

 

VP of Programs  Jesse Vazquez Jr, Y&L Consulting

Jesse Vazquez Jr, Y&L Consulting, Inc, a 15 year experienced IT Service Desk, Field Desktop Support, Incident, Problem, Change and Service Management professional. He is a A+ Certified Professional, a highly motivated, ambitious professional who brings a wealth of experience in leading people to meet the vision and mission of the organization.

He is also a proud 20 Year Retired US Army Veteran, and is HDI Support Center Team Lead Certified. Jesse has a Bachelor’s of Science in Management from the University of Phoenix.

 

 

VP of Events • Rob Evans, Y&L Consulting

Rob Evans, Y&L Consulting, Inc, Service Desk Practice Director, has 16 years of experience in the field of information technology with a focus in information systems support; Service Desk and Desktop.  Over the years, Rob has built and led support teams at several companies spanning multiple industries.  Rob is currently leading Y&L’s Service Desk Practice to deliver Value IT Services to its client partners, based on ITSM processes and ITIL frameworks.

Rob is ITIL v3 certified, named inventor of a patented Service Desk performance metrics reporting dashboard, and served 5 years in the US Army where he earned multiple awards, to include the Joint Service Commendation Medal for his support of the joint command operations in Afghanistan.  Rob is grateful to have an opportunity to serve on the board of directors for HDI.

 

VP of Membership Bernard Beaullieu, Beaullieu & Associates

Bernard Beaullieu, Beaullieu & Associates, Inc. has 25+ years of experience delivering Information Technology Solutions to Texas based Fortune 500 Companies. His diverse IT experience includes extensive IT Consulting and Staffing Services, Creation and Management of Service Desks, IT Support Teams, and Service Delivery, for a variety of projects and deployments, which have been successfully implemented in large enterprise organizations.

Mr. Beaullieu has a Bachelor’s of Science in Engineering Technology, is ITIL Foundations v2 & v3 Certified and is the founder of Beaullieu & Associates, Inc.  He serves the community in a variety of volunteer roles including: Centurion Military Alliance Warrior Transitioning Program, Habitat for Humanity, Student Career Mentoring, and serving on the board for HDI.

 

President Doug Rabold, CPS Energy

Doug Rabold, CPS Energy, is an experienced leader and public speaker with a diversified resume. Prior to joining CPS as Manager of IT Service Delivery in 2015, Doug assumed progressively growing responsibilities in leadership roles on Sales, Service Desk and Project teams. Doug is most proud of his reputation as a developer of people and his contributions toward helping the Whataburger Contact Center win the 2015 HDI Team Excellence Award.

Doug has been a member of HDI since 2012 and holds numerous HDI, ITIL and KCS certifications. He was a speaker at the 2017 HDI Conference and has been selected to speak at the FUSION17 conference. Doug is very honored at being reelected to the San Antonio Chapter Board of Directors. In his role as Chapter President, Doug welcomes your feedback on leveraging networking, membership, programs and training to grow and develop our San Antonio chapter and the local technology community at large.

 

 

We look forward to seeing everyone on June 15th for our HDI San Antonio event, UTSA presents – Leveraging Social Media Within Information Technology.

 

Eventbrite - UTSA Presents - Leveraging Social Media within Information Technology

July 27 & 28th – HDI Support Center Team Lead Training

HDI San Antonio is proud to sponsor the HDI Support Center Team Lead training leading to the HDI professional certification.  This course will be facilitated by a certified HDI instructor on July 27 & 28th.

The content of this course is appropriate for technical support professionals who must understand support center processes and best practices and who must master critical daily functions like quality monitoring, escalation procedures and agent coaching.

You can obtain more detailed information by contact Doug Rabold, VP of Training and Development, at 210-793-0069 or on the HDI website at the HDI Support Center Team Lead link.

When registering please use code TBSA for tracking purposes.

We are also seeking a local company with an interest in hosting this training.  Please contact Doug Rabold for details.

Highlights of HDI San Antonio Employee Development Round Table

We had a diverse group of IT Leaders and Practitioners from many local area organizations willing to share their thoughts on employee development.  We thank all of you for participating and sharing your experiences.  Here are some of the highlights of the conversation:

  • Most everyone agreed that employee development is a responsibility equally shared by the employee, their manager and the organization.
  • The majority of leaders in attendance expressed that being the first to volunteer for projects and pretty much assuming leadership responsibilities while in their current role were vital to them getting the promotion they were after.
  • The concept of the imaginary line, imaginary queue, that formed for upcoming promotions was introduced and discussed. If you are interested in advancing your career make it clear to leadership.  Let them know you want to be first in line and work with them to develop a plan to get you there.
  • While it may seem counter-intuitive for a discussion about developing Information Technology professionals, the idea of acquiring additional technical skills did not rank in the discussions. It was all about attitude and playing a leadership role in supporting the mission.

In a few months we will be kicking off our 8th Annual HDI San Antonio Awards Program.  IT Leaders from across the local area nominate their top Service Desk Analysts and Desktop Support Technicians for these awards.  The nominations for these awards always echo this same theme.  Managers site “Going Above and Beyond” and being able to thrive in a culture of empowerment, ownership and mission as the attributes that top performers demonstrate.

We thank you all for your support and look forward to seeing you at the June 15th event, UTSA presents Leveraging Social Media to Advance IT Support/Service Management.

HDI San Antonio – The IT Support/Service Management Community

HDI San Antonio Board of Directors nomination deadline April 20th

The deadline for HDI San Antonio Board nominations and self nominations is Thursday April 20, 2017.  Are you interested in serving or nominating someone?  Please contact Bernard Beaullieu, 210-710-4161 for more information about joining this fun and enthusiastic group of local IT leaders.

Our current list of nominees include:

  • VP of Social Media – Annita Hereford-Crump, Capital Group
  • VP of Communications – Stephen Steinbach, Whataburger
  • VP of Programs – Jesse Vazquez, Y&L Consulting
  • VP of Events – Open
  • VP of Vendor Relations – James Nelson, CGI
  • VP of Membership – Bernard Beaullieu, Beaullieu & Associates
  • President – Doug Rabold, CPS Energy

Please visit our Chapter detail page for further information on the benefits and requirements for serving on the Board of Directors.

HDI San Antonio, The IT Support/Service Management Community.